Manager, Investigations, Conciliation and Quality Assurance

Are you ready to make a difference in the telecommunications landscape?

At the Commission for Complaints for Telecom-television Services (CCTS), our goal is to provide impartial, fair and effective complaint resolution services, data and insights to telecom and TV consumers and service providers. We offer a free service to Canadians, and we need professionals like you to help us uphold our commitment to fairness and accountability.

Why the CCTS?

At the CCTS, we believe in the power of connection – both in the services we deliver and the talents we cultivate. We are more than just a dispute resolution company; we are innovators, and problem-solvers dedicated to ensuring positive experiences for telecommunication and TV consumers and service providers. If you are looking to make a real impact in a dynamic environment, you have come to the right place!

Your role

As a Manager, Investigations, Conciliation and Quality Assurance you will lead our Quality Assurance and Conciliation teams, driving excellence in case management. Reporting to the Director of Operations, you will oversee the day-to-day investigations, conciliation and quality assurance activities, ensuring decisions are well-reasoned, timely, and aligned with CCTS policies. Providing direct leadership and mentorship to Team Leaders and Senior Investigators, you’ll foster a high-performance culture through consistent calibration, feedback, and professional development. You will work with the Director of Operations to forecast workloads, identify emerging industry trends, and recommend process improvements to keep our operations scalable and effective.

Our ideal candidate

Are you ready to unleash your potential in this role? If you know how to balance the nuances of procedural fairness, industry regulations, and operational priorities, this is the opportunity for you!

Must-have magic

• A post-secondary education (minimum college diploma) in business administration/management, conflict resolution, or a related field.
• At least 5 years of experience managing a team (or an equivalent combination of education and experience).
• Minimum 3 years in a complaint-handling or alternative dispute resolution environment.
• A solid understanding of Ombudsman best practices
• Proven experience handling escalated complaints and the ability to analyze and interpret complex contractual terms.
• Proficiency in Word, Excel, and PowerPoint.
• Proficiency in both English and French is a strong asset for this role.
• Previous experience in the telecommunications or television sectors is a definite plus.

How to apply

Are you ready to embark on an exciting journey?

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Be sure to polish your résumé and write a compelling cover letter to take advantage of this opportunity! Only candidates selected for an interview will be contacted. Your path to making a meaningful impact starts here.

Accommodation

At CCTS, we value an accessible and inclusive hiring process for all applicants, including those with disabilities. If you need accommodations, please let us know by emailing hr-rh@ccts-cprst.ca when you submit your application. We request at least one business day’s notice before interviews or tests. Your comfort and accessibility are our priority, and we aim to support all applicants in showcasing their talents.

Commitment to Diversity, Equity and Inclusion

At CCTS, we are dedicated to building a diverse and equitable workforce that reflects the communities we serve. We believe diversity strengthens our organization and enhances our ability to meet the needs of those we support. We are committed to providing equal employment opportunities for all, without discrimination based on race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We promote practices that celebrate the unique perspectives of everyone and invite applicants from all backgrounds to help us create a welcoming environment where all contributions are valued.

Artificial intelligence

In our recruitment process, CCTS uses tools that meet the definition of artificial intelligence (AI) as outlined in the Employment Standards Act. We use a mix of these tools, and human skills to support effective and defensible recruitment decisions.